Since opening this bakery we have come to realize that we cannot please everyone. 99.9% of our customers are satisfied but like all businesses we occasionally have folks that no matter how hard we try, we just can?t please them. Unfortunately for us, these folks will write or make negative statements about us to justify their positions.
We left Corporate America three years ago investing all our savings and depleting our 401ks to open Sweet Tooth, hoping to make a difference in people lives. Like most small businesses, we donate $$ to numerous local charities, church groups, mommy groups, and support events to help the community. We play psychiatrist to customers in crisis, discuss world events with lonely old-timers, counselors to the broken-hearted, give treats to the kid with the good report card, and employ several wonderful people. The daily grind of a small business owner goes far beyond selling goods and services; we provide life-style convenience and added value to your community.
Before opening Sweet Tooth Boston, we had the challenge of ?cleaning up that corner,? as the residents put it. The bakery cafe immediately before us catered to an unsavory clientele and was an eyesore to the neighborhood. As West Broadway pioneers, we successfully turned this area around and we are thanked daily by the local residents for operating a business that brings pride to the neighborhood. In addition, Realtors often bring by prospective clients as a sales incentive to attract more diverse homebuyers for many available properties.
So how do we respond to reviews that are one-sided, distorted and completely untrue?
Do I answer the woman that quibbles over a ten dollar price difference, after her and her sister call the bakery eight times to change their order, and can not understand why the cost is higher for a larger sized custom dessert cake; The guy who wants to purchase a last-minute anniversary cake decorating class for his wife when we don?t offer classes and gets mad because we are not licensed teach and then sends us a racist hand-written letter; The woman dressed in designer clothes from head to toe and demands that we let her son use our restroom. We explain to her that we do not have a public restroom and she directs her toddler son to pull down his pants and urinate in front of our door; During an unexpected torrential downpour, walking each customer to their car holding a umbrella over their head and cake to ensure safe passage, and a guy who calls during the chaos to place an order for a cake two weeks away?we kindly ask him to call back at a later time and he happily agrees but then gets mad and accuses us of being too high and mighty; Or the person who speaks for the entire Southie community, expressing her hatred of our existence but forgetting the previous dilapidated store, with young thugs and drunks claiming the corner.
The next time you write a review, imagine your neighborhood without the local sandwich shop, corner store, bakery or trendy restaurant, law office, boutique store, barbershop, cafe, dry cleaner and many other establishments. Envision, walking by an empty boarded up space with young thugs standing in front of it up to no good and pointing out to your child or significant other, ?that store used to be the best bakery in town but? So why should we bother to expose ourselves to public ridicule? Today, we participated in a community Halloween event by handing out hundreds of free candy bars to local children. Yet we are accused by some of having bad customer service. We are educated and can easily go back to an office cubicle and make lots of money. However, should we close our doors we would disappoint hundreds loyal customers, local charities and residents. But there are days of frustration when we ask ourselves ?Is it really worth it??